Loyalty bonus ****

I have a funeral cover that I have been paying for the past three years, on the 02 of December I received an email informing me that I will be paid a loyalty "bonus" as stated in the agreement. The fee was supposed to be R946, but Sanlam decided to deduct R541 from the so called bonus which is the normal monthly debit order, and they paid me R424,53.

My issue is they have been deducting for three years, and I qualified for the full bonus, they processed the normal debit order of R541 on the 30th of November, but on 2 December they also deducted R541 from the "bonus" indicating an amount in "arrears". When I called to enquire about the R541 deducted, none of the three people I spoke to could explain why the deduction was made. I have references for all three calls, plus an email, I have not received a call from Sanlam.

Now I have received an sms that said they will be deducting on the 13th of December. If I don't get a response from Sanlam I will cancel this policy. It's not about the money, it's the principle.